I may be naive and foolish, but I expect a certain level of service from companies that I deal with, including the auto dealership. At an appointment on February 26, they ordered two replacement parts for me, both under warranty. Today, two weeks later, I called to see if perhaps the parts were on a container ship somewhere in the Pacific. In fact, they were sitting in the parts department, just waiting for me to come looking for them.

This is par for the course for a dealership that tells you that your oil change will take less than an hour, then leaves you sitting there for three, telling you that you’ll need to wait yet another hour if you want your car washed. I don’t expect much from them, and yet they still seem to not be able to reach the very low bar that I’ve set for them.

Now, here’s a little bit of advice when your customer calls to inquire. Don’t tell the customer that the parts have been sitting there for more than a week and “I guess someone forgot to call”. Tell me that they came in on the truck this morning. Try to seem like you have some idea of what’s going on.

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